Operational Support Specialist - Cardiovascular

St. Charles Health System

2d•Remote

About The Position

The Cardiology Operational Support Specialist is responsible for effective creation, organization, updating, implementation, monitoring and reporting of provider, resource, and department scheduling templates. They will template standard work, and maintain department templates with a high degree of accuracy and timeliness in collaboration and alignment with service line leadership goals. The specialist will work to create and implement revenue cycle operational policies, procedures and processes to ensure the highest quality services are provided to all customers. The specialist will create and maintain strong collaborative relationships with cardiovascular department leaders regarding planning, training, and caregiver support to ensure best practice standard work is followed, and a seamless patient experience is provided. They must demonstrate outstanding customer service skills, relationship building ability, communication skills and strong leadership of assigned areas of oversight, to ensure St Charles Heart and Lung goals of efficiency, quality, and caregiver and patient satisfaction are met. This position does not manage other caregivers.

Requirements

High School Diploma or GED
Three (3) years’ of experience in healthcare setting.
Must have excellent communication and organizational skills with ability to interact with a diverse population and professionally represent St. Charles Health System with internal and external sources.
Must adapt quickly to frequent process changes and improvements.
Is reliable, engaged, and provides feedback to improve processes and policies.
Attends all department, team, and company meetings as required.
Requires exceptional critical thinking and analytical skills with the ability to work under minimal supervision.
Requires strong communication, customer service, interpersonal skills, and telephone etiquette.
Ability to prioritize workflow according to pre-set instructions.
Strong teamwork and collaborative skills.
Excellent organizational skills, written and oral communication and customer service skills, particularly in dealing with stressful personal interactions.
Ability to multi-task and work independently.
Attention to detail.
Performs basic math (add, subtract, multiply, and divide) calculations.
Performs intermediate to advanced math (analysis, statistics, significant data or number manipulation).
Basic to intermediate ability and experience in computer applications, specifically electronic medical records systems and MS Office.
May cover multiple locations and specialties outside of home department.
Must have the ability to adapt to meet operational support needs at any SCHS location.

Nice To Haves

Bachelor’s Degree
Epic Cadence Certification (within 1 year of hire date)

Responsibilities

Responsible for ensuring that the Epic Cadence and Prelude build is tested and implemented to support daily operations. This includes but is not limited to; department and resource template accuracy; associated department scheduling components are built and tested, and the templates align with organizational and department goals and needs.
Serve as a subject matter expert for cardiovascular patient access functions, templates, and reporting.
Work collaboratively to ensure department templates remain in alignment with access, utilization and productivity goals.
Assist team members in reaching department and professional goals by being helpful, dependable and flexible in acting as a primary support resource and mentor.
Accountable for a high degree of accuracy for all St Charles Heart and Lung template resources, with timely follow through on template updates, changes and requests.
Demonstrate the ability to manage resources, time, and materials by meeting productivity standards.
Provide customer service in a manner that promotes goodwill, is timely, efficient, and accurate.
Serve in a resource role in resolving access related issues across the Cardiology service line, especially as it relates to the optimization of Epic scheduling templates and operational processes used to support patient access to care, visit utilization, provider template build and productivity targets.
Assist as an operational resource for scheduling and registration functions and roles, related improvement projects and implementations.
Interface as needed with the health system’s information systems and IT teams, Epic and data analysts to develop reports and dashboards used to monitor, trend and report department goals and metrics.
Responsible for daily, weekly, and monthly monitoring and reporting of access and daily operational related data.
Maintain full knowledge of cardiovascular scheduling and registration operations and act as expert on issues with system software.
Demonstrate commitment to professional growth and competence.
Keep abreast of current healthcare and business developments, practices and technology.
Collaborate with teams to review processes and identify/implement opportunities for improvements, applying Lean principles, concepts and tools.
Support improvement work with energy and enthusiasm, functioning as a champion of change.
Support the vision, mission, and values of the organization in all respects.
Provide and maintain a safe environment for caregivers, patients, and guests.
Conduct all activities with the highest standards of professionalism and confidentiality.
Comply with all applicable laws, regulations, policies and procedures, supporting the organization’s corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.
May perform additional duties of similar complexity within the organization, as required or assigned.